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Return & Cancellation Policy

  • Last updated: 01/08/2025

    This policy outlines how returns, cancellations, and faulty claims are handled at Hexton Hill. It complements our Terms & Conditions and Privacy Policy, which can be viewed here:

  • A. Made‑to‑Order & Bespoke Furniture

    • These pieces are handcrafted to your exact specifications.

    • Cancellations are allowed within 7 days of ordering. After that, your order is non-refundable, unless a fault is proven.

    B. Ready‑to‑Ship Items

    • Items already in stock may be cancelled before dispatch for a full refund.

    • After delivery, you have 14 days to request a return, provided the item is unused and in its original packaging. Return postage costs and any restocking fees (up to 20%) may apply.

    • We stand behind our craft and offer a 6-month warranty covering manufacturing defects. Please follow this process:

    • Report any damage or fault within 7 days of delivery, including clear photographs and order details.

    • We will assess and offer repair, replacement, or refund at no cost to you.

    • If damage occurs from transit, we will fully support you in filing claims with our delivery provider.

    • Refunds, replacements, or repairs will be handled promptly once we verify the issue.

    • We cannot offer returns or cancellations in the following situations:

    • Natural wood characteristics (knots, grain variation, resin fills, color shifting-that are integral to solid oak are not considered faults).

    • Damage from environmental conditions (e.g. changes due to humidity, temperature fluctuations, UV exposure).

    • Altered pieces or misuse after delivery.

    • Late cancellations of bespoke orders (after 7 days of order confirmation).

  • If you’re eligible for a return:

    • Contact us at support@hextonhill.co.uk with your order reference and reason for return.

    • We'll provide exact return instructions and the address to send your item.

    • Please return the item in its original packaging to avoid damage.

    • Approved standard returns are processed within 14 days of receiving the item in original condition.

    • Custom builds are non-refundable after the 7 day window unless faulty.

    • Restocking fees (up to 20%) may be applied if the item is returned damaged, used, or out of original packaging.

    • The timelines and conditions here align with Section 8 (Cancellations & Returns) of our Terms & Conditions.

    • Our definitions of faults, natural variation, and warranty terms are consistent with Section 5 (Materials & Natural Variation) and Section 13 (Warranty).

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